Agenda item

Lisa Taylor, Head of Customer Services, will give a presentation on progress

Lisa Taylor, Head of Customer Services, gave an update on a presentation on the performance of the customer services given to the panel on 28 January 2019.

The Head of Customer Services outlined the changes in performance of the service, comparing the period March 2018 to March 2019.The Head of Customer Services commented on the reasons for the increase in demand and the impact of changes to garden waste collection service.

The Head of Customer Services commented on the new approach taken to respond to high demand activities and the benefits arising from changes such as the reorganisation of customer services, and regular performance reports given to affected services. The Head of Customer Services commented on the work done to build positive working relationships with service areas as part of a new approach to respond to high demand activities.

The Head of Customer Services commented on the range of current and future work being done improve current performance. The panel queried the plans to reassign customer services officers by primary skills sets. The Head of Customer Services advised the panel of plans to introduce a resolution team to deal with more complex calls in order to provide an improved service and reduce caller waiting times.

The panel queried the data on the call abandonment rate and whether there was a system similar to that used by private sector companies to advise a caller where they are in the waiting lists of people to be answered. The Head of Customer Services advised the panel that on average calls are typically abandoned after a 10-minute wait. The Head of Customer Services advised the panel that the current technology does not offer the option for a person to either be told how many people are already waiting in the queue to be answered or the option of them being called back when they reach their number in the waiting list. The Head of Service is reviewing different customer service telephone systems in operation to see how the current system could be improved. The panel discussed the different type of calls received by the Council and different ideas for reducing the current waiting times.

The Head of Customer Services commented on the challenges facing the Council and the different levels of resourcing available compared to that available in the private sector reflecting their aim of wanting to improve their competitive edge and offer customers a better service.

The panel discussed the decision to cancel the call back system due to the problems caused.

The Head of Customer Services advised the panel that turnover rates have been low among customer services officers. A range of work is being done to improve working conditions and support customer services officers, by reviewing skill mix and identifying knowledge gaps. The Head of Customer Services advised the panel that in response to a peak in demand extra temporary staff can be recruited at short notice.

The panel discussed the important role that customer service officers have in representing the face of the Council in their contacts with the public and there is need to consider the level of funding needed to deliver a service that panel members want to see.

The panel discussed the level of staffing and the work done to provide extra resources to respond to expected spikes in customer demand and identify periods of peak activity.

The panel welcomed the report and the progress made.

Resolved:

            The panel agreed to note the report.